Lead Technical Support Specialist

Remote; San Francisco (CA); Remote; USD 50,000 - 80,000; Full time

Job summary

Eve, a leader in AI-powered legal tech, is seeking a Technical Support Specialist to serve as the frontline for customers using Eve's legal AI solutions. You'll handle critical tickets with a 2-hour SLA, troubleshoot issues, coordinate feature requests with product teams, assist with system setup, and maintain self-service docs to improve customer success.

This remote role supports enterprise clients and fast-paced environments.

Qualifications

• 2+ years of experience in legal technology support preferred.
• Proficiency with ticketing systems (Zendesk, Freshdesk, ServiceNow) and CRM platforms.
• Strong troubleshooting skills with SaaS platforms and APIs, and ability to explain technical concepts to legal professionals.

Responsibilities

• Respond to customer support tickets within a 2-hour SLA.
• Investigate, troubleshoot, and resolve technical issues across Eve's product suite.
• Collect, document, and prioritize customer feature requests, acting as the bridge between customers and product teams.
• Assist customers with technical aspects of system setup, configuration, and integration with existing legal workflows.
• Maintain comprehensive knowledge base articles and troubleshooting guides to improve customer self-service capabilities.
• Identify and elevate complex technical issues to appropriate teams while maintaining customer communication.

Skills

Ticket Management

Bug Resolution

Feature Request Coordination

System Implementation Support

Documentation

Escalation Management

SLA Management

Communication Skills

Tools

Zendesk

Freshdesk

ServiceNow

Job description

Company Overview

At Eve, we’re redefining what’s possible in legal technology. Our mission is to empower plaintiff law firms with AI-driven solutions that elevate how they operate, serve clients, and grow.

We believe the future of law will be built by “AI-Native Law Firms” — firms that are managed, scaled, and optimized by intelligent systems rather than manual processes and endless administrative work. Eve’s technology augments the capabilities of attorneys across every stage of a case — from intake and document review to strategy and settlement — so they can focus on what truly matters: achieving the best outcomes for their clients.

Our vision is simple yet transformative: enable every firm to operate at its highest potential through the power of AI.

Why Join Eve:

As a Technical Support Specialist, you'll be the frontline hero ensuring our customers receive exceptional technical assistance with Eve's legal AI solutions. You'll manage critical support tickets, resolve bugs, and facilitate feature requests while maintaining our commitment to rapid response times and customer satisfaction.

What You Will Accomplish:

• Ticket Management: Respond to all customer support tickets within our 2-hour SLA, ensuring timely resolution and exceptional customer experience

• Bug Resolution: Investigate, troubleshoot, and resolve technical issues across Eve's product suite, working closely with engineering teams when necessary

• Feature Request Coordination: Collect, document, and prioritize customer feature requests, serving as the bridge between customers and product development teams

• System Implementation Support: Assist customers with technical aspects of system setup, configuration, and integration with existing legal workflows

• Documentation: Maintain comprehensive knowledge base articles and troubleshooting guides to improve customer self-service capabilities

• Escalation Management: Identify and elevate complex technical issues to appropriate teams while maintaining customer communication throughout the resolution process

What We Are Looking For:

• Legal Tech Background: 2+ years of experience in legal technology support preferred, with understanding of law firm operations and legal software ecosystems

• Support Systems Expertise: Proficiency with ticketing systems (Zendesk, Freshdesk, ServiceNow), CRM platforms, and support workflow management tools

• Technical Proficiency: Strong troubleshooting skills with SaaS platforms, APIs, and ability to explain technical concepts to legal professionals

• SLA Management: Proven track record of meeting aggressive response time requirements and maintaining high customer satisfaction scores

• Communication Skills: Exceptional written and verbal communication abilities, with experience presenting solutions to both technical and non-technical stakeholders

You Will Thrive in This Role If You Have:

• Experience with legal practice management software, case management systems, or legal AI tools

• Background in customer-facing technical roles with enterprise clients

• Strong analytical and problem-solving capabilities in fast-paced environments

• Familiarity with legal industry compliance requirements and data security standards

• Passion for customer success and building long-term client relationships

• Ability to work independently in a remote environment while collaborating effectively across teams